UK
location
1985
founded
201-500
employees
Data migrated
- 200K tickets
- 1.2K articles
Industry: Software Deevelopment
Location: Belfast, United Kingdom
Type of migration: Freshdesk to Jira ServiceManagement
The challenge: The field service management developer needed to migrate tickets from one Freshdesk account to five separate projects in a single Jira Service Management account, with source-side filtering.
The solution: Automated migration with customization: migrating KB articles into specific spaces in Jira Service Management, inline images as attachments, and Signature support plan.
The result: Totalmobile successfully split their data into several project in Jira Service Management.
The data migration went well and the support was top notch. Help Desk Migration greatly decreases the amount of time it takes to migrate between systems. It also helps reduce the amount of time technicians or help desk employees have to work on reconciling migrated data.
About Totalmobile
Totalmobile is a leading provider of field service management solutions, helping organisations transform how field working gets done. Every day, over 500,000 field staff rely on their powerful, user-friendly field software to work more efficiently and deliver better service.
Focused on sectors like health and social care, housing, emergency services, and utilities, Totalmobile supports teams across the UK, Ireland, Nordics, and Australia. Their integrated field software simplifies processes, reduces admin, and helps organisations overcome operational challenges.
With a deep understanding of field working, Totalmobile delivers flexible, scalable solutions that drive real value—helping customers achieve more with less.
Could you please share your experience with data migration using Help Desk Migration?
The team is always quick to respond to email and resolve questions and issues promptly. The migration tool is well designed. A nice enhancement in the future would be an estimated time to completion timer! I like the fact that we can choose to pay to customise the migration to our specific needs and data requirements.
What challenge were you hoping to overcome through the migration process?
We needed to migrate to an acquired business to a our ticketing platform (JSM) so all Customer Support continued to be managed through a single system.
What specific historical data were you looking to preserve during the transfer?
For customer experience, we wanted to allow customers to be able to still see their historical data in the support portal, but also it allowed us to report on historical data and trends still.
Why would you recommend using an automated data migration tool?
If you need to move to a new system seamlessly and retain historical information for audit and tracking purposes, this is the only viable option. Being able to test the migration first and get out of hours supporting during the production run was also key to success.
We’re always curious—how did you first hear about Help Desk Migration?
We found them through Googling; they seemed to be well rated.
What other options did you consider aside from our service?
A bespoke paid for custom migration as part of a wider engagement with a professional services systems integrator.
What are 2–3 tips you’d give to others planning a data migration?
If you need to migrate data for an operational system out of hours, take care to consider that lots of tickets can take a long time if you need to include images as attachments, so you need to ensure you can complete all tasks within the outage window you have. Take care to fully test the migration through test migration runs, so you are comfortable all data is coming across in the different scenarios you have.
Finally if the system you are migrating to is already live and in use, spend time thinking about how to avoid disruption – using the migration labels feature can be helpful to quickly separate/identify new data coming into the system via the migration.